Senior Cloud Contact Center Consultant (Remote)

Zoom; Indianapolis (IN); Hybrid; USD 98,000 - 226,000; Full time

Job summary

Zoom is seeking an experienced professional to manage long-term technical success for enterprise MSO accounts involving Zoom Contact Center and Zoom Virtual Agent. You will act as the primary technical advisor, guiding configuration, optimization, and escalations across voice, chat, video, and SMS channels.

The role requires hands-on cloud contact center experience, strong API integration skills, and effective communication with technical and executive audiences.

Qualifications

• 5+ years of hands-on experience with cloud contact center platforms, including Zoom Contact Center or equivalents.
• Experience with conversational AI platforms, bot design, and NLP configuration.
• Strong skills in REST APIs, OAuth 2.0, and webhook integrations.

Responsibilities

• Own the ongoing technical relationship for a portfolio of MSO accounts with Zoom Contact Center and Zoom Virtual Agent.
• Lead recurring cadence calls and business reviews with customer stakeholders.
• Execute day-two configurations: flow updates, queue management, routing, and IVR changes.
• Design and refine Zoom Virtual Agent bots and integrate with Salesforce/ServiceNow.
• Analyze CX metrics to identify trends and drive data-driven improvements.
• Triage escalations with cross-functional teams and document root causes.

Skills

Cloud contact center

Conversational AI

NLP configuration

API integrations

REST APIs/OAuth

Salesforce

ServiceNow

Automation scripting

Tools

Salesforce

ServiceNow

CRM integrations

Job description

Zoom is seeking an experienced professional to manage long-term technical success for enterprise MSO accounts involving Zoom Contact Center and Zoom Virtual Agent. You will act as the primary technical advisor, guiding configuration, optimization, and escalations across voice, chat, video, and SMS channels.

The role requires hands-on cloud contact center experience, strong API integration skills, and effective communication with technical and executive audiences.